Salesforce Technical Support

Job Description

Description and Requirements At BMC trust is not just a word - its a way of life! We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud! We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation!BU Description:Salesforce operations team is responsible for providing global support to our internal BMC users on Salesforce applications. Applications supported by the team include Apttus CPQ, CLM, Sales Cloud, Service Cloud along with other custom-built application built on latest Salesforce platforms like lightning. The team participates in several development projects as part of Citizen Development framework along with new project release participation, which enables new learning and development opportunities. The team has a mix of functional and technical expertise along with rich BMC process knowledge across different systems and integration platforms.Primary Roles and Responsibilities:
• You will be responsible to analyse & resolve Level 2 issues in Salesforce area.
• Work independently on the Problem Management Process.
• You will develop, co-ordinate and promote the effective functioning of problem management activities by working with support and development teams.
• Provide technical expertise in Salesforce.
• Provide input to application scalability.
• Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems.
• You shall act as a technical resource for internal projects.
• Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).
• Good Team player and quick learner.
REQUIRED SKILLS:
• 3-5 years of working experience in Salesforce Sales Cloud/CPQ/CLM. Salesforce Zuora CPQ knowledge is preferred.
• Should be comfortable working on Support project with prior experience in support.
• Well versed with Salesforce technology.
• Excellent communication skills with the ability to work effectively with end-users at all levels of the organization are a must.
• Ability to work independently and in a team environment
• Strong analytical and problem-solving skills.
• Salesforce certified ADM 201 or Dev 401 is preferred. CPQ, Sales Cloud certification is added advantage.
• Should be willing to work in weekly rotational shifts (9AM to 6 PM and 3 PM to 12 AM) and on-call (rotational)
• Participate in quarter end war room support (24x7) rotational shift, 2 weeks per quarter.
GOOD TO HAVE:
• Knowledge of ITIL Process/Remedy application will be added advantage.
• SFDC technical knowledge of Lightning, VF, Triggers, APEX etc. will be added advantage.
• Ability to understand and practice ITIL methodology for support.
Our commitment to you! BMC s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won t be known just by your employee number, but for your true authentic self. BMC lets you be YOU! If after reading the above, You re Unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas! It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.,

Keyskills :
problem managementproblem solvingchange control